Bachelor's degree with 5+ years relevant work experience; or 10+ years relevant work experience
Experience in 24/7 support operations for a large enterprise
Strong analytical and problem-solving skills
Ability to manage multiple competing priorities
Organized and detail-oriented with a focus on efficiency
Motivated and adaptable with a growth mindset
Familiarity with ISO20022 messages and ITIL certification preferred
Responsibilities
Develop expertise in the FedNow Service and stay updated on releases
Train, mentor, and provide feedback for Analysts
Facilitate troubleshooting calls for production issues
Articulate complex technical concepts clearly
Fulfill escalated service requests from Level 1 support
Collaborate with cross-functional teams to identify solutions
Monitor customer success metrics and support onboarding processes
Benefits
Comprehensive healthcare options (Medical, Dental, and Vision)
401K match and fully funded pension plan
Paid vacation and holidays with a flexible work environment
Generously subsidized public transportation
Education Assistance Program
Professional development programs, training, and conferences
Full Job Description
2nd Shift: Weds - Sunday 14 pm to 1 am ET
The Federal Reserve has developed a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow Service. This service enables financial institutions to provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of this mission-critical Federal Reserve initiative that is transforming the payments landscape in the United States.
The FNOC Sr. Analyst will perform critical operational activities including monitoring, working with partner stakeholder teams to mitigate risks, support participant onboarding, and execute ongoing operational tasks for the FedNow Service. Heavy emphasis will be focused on identifying opportunities to improve operational efficiency via process standardization and automation. Provide expert guidance and technical support to clients and internal teams on all FedNow-related issues. The Senior Analyst will demonstrate their subject matter expertise by acting as an escalation point to our Level 1 customer support team while fulfilling customer requests.
What will be expected of you -
Develop deep expertise of the FedNow Service & stay up to date on all the latest releases and development
Interview, develop, train, mentor and provide performance feedback for Analysts
Laser focus on a world class, end-to-end customer experience
Facilitate high pressure troubleshooting calls for Production issues
Need to be able to articulate complex technical concepts in a clear and accessible manner
Fulfill all Service Requests escalated from Level 1 (L1) support
Develop and maintain comprehensive documentation for knowledge and procedures
Collaborate with cross-functional teams to assess functional needs, identify vulnerabilities, and recommend appropriate solutions
Develop knowledge documentation, conduct training, and brainstorm automation ideas to support improving the customer experience via Shift Left of work to L1
Flexibility to support a growing organization through multiple roles
Monitor customer success metrics and KPIs
Support the customer through FedNow functionality updates
Support the customer onboarding process for new FedNow customers
Independently identifying gaps and proactively creating solutions
Expertise you would bring -
Bachelor's degree with 5+ years relevant work experience; or 10+ years relevant work experience
Experience working within 24*7 support operations for a large enterprise
Ability to work in a demanding environment and handle multiple competing priorities
Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information
Initiative and innovation toward improving customer experience
Organized and detail-oriented with a love for creating order out of chaos
Motivated, energetic, adaptable with Intellectual curiosity paired with a high growth-mindset
Additional responsibilities -
Provide feedback in the hiring process of new team members
Provide performance feedback for team members
Perform daily backend operational activities for billing, accounting and reconciliation
Work on frequent internal risk and compliance inquiries for internal audits
Perform verifications, onboarding and maintenance of participant profiles
Execute internal backend tasks for bank mergers and account closures related to the FedNow service
Consult on and perform reviews for publicly available Federal Reserve documentation
Adopt a continuous improvement mindset by identifying and providing feedback on efficiency opportunities
Expertise you would bring -
Bachelor's degree with 5+ years relevant work experience; or 10+ years relevant work experience
Experience working within 24*7 support operations for a large enterprise
Ability to work in a demanding environment and handle multiple competing priorities
Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information
Initiative and innovation toward improving customer experience
Organized and detail-oriented with a love for creating order out of chaos
Motivated, energetic, adaptable with Intellectual curiosity paired with a high growth-mindset It's added value if you have-
Familiarity with ISO20022 messages
ITIL certification
Direct experience using ServiceNow or similar tools within a large enterprise
Experience using Application monitoring tools
Experience within support operations spanning multiple contact channels
Experience within support operations for a cloud-based Service
Our total rewards program offers benefits that are the best fit for you at every stage of your career:
Comprehensive healthcare options (Medical, Dental, and Vision)
401K match, and a fully funded pension plan
Paid vacation and holidays; flexible work environment
Generously subsidized public transportation
Education Assistance Program
Professional development programs, training and conferences
And more...
Additional Requirements:
This position will require at minimum fingerprinting for a criminal background check, education and employment verification, along with potential additional screening requirements due to the information accessed while performing the job. Any offer of employment is contingent upon satisfactory results of any required background screening. These screenings would be initiated at the time of offer acceptance and can take up to approximately 8 weeks to be completed. The screening covers areas such as education/employment verification, criminal history, credit history, and reaches out to your references and people that know you well.
For Law Enforcement positions, physical, psychological, drug, stress/EKG, and attending an academy will be required.
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments).
Full Time / Part Time Full time
Regular / Temporary Regular
Job Exempt (Yes / No) No
Job Category Operations Family Group
Work Shift Second (United States of America)
Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.
